Policies

Booking Terms & Client Policies

1. About these terms

By booking an appointment with Aurea Body, through Fresha or any other means, you confirm that you have read, understood and agreed to these terms in full.

These terms apply to all Aurea Body treatments, at every location where Aurea Body operates. They sit alongside the terms shown at the point of booking on Fresha. Where Fresha's own platform terms cover payment processing, those terms also apply.

About Aurea Body. Aurea Body is run by Charlotte (known as Lottie), offering restorative face and body massage treatments, specialising in Lymphatic Drainage.

Contact. Questions about these terms can be sent through your Fresha booking or by calling 07900 996721.

Age. Clients must be 18 or over. Bookings must be made in your full legal name.

Changes. Aurea Body may update these terms at any time. 

2. Booking fee and payment

Every appointment is secured with a £25 non-refundable booking fee, which is deducted from your treatment price on the day once your treatment is complete.

  1. Booking fee. A £25 booking fee is required to secure each appointment. Your appointment is not confirmed until the fee has been paid. Post-op lymphatic drainage is the exception: it is paid in full when you book (see section 3).
  2. What the fee covers. The fee covers the time reserved exclusively for you, which cannot be offered to another client, as well as booking and administration costs.
  3. Non-refundable. The booking fee is non-refundable. It is retained if you cancel or cannot attend. 
  4. Balance. The remaining balance is payable on the day, after your treatment.
  5. Payment methods. Payment can be made through the Fresha app, by debit or credit card, Apple Pay, Klarna or Google Pay.
  6. Outstanding fees. Any unpaid fees from a previous appointment must be settled before a new appointment can be booked.
  7. Prices. Prices may change without notice. If a price changes before your appointment, the price at the time of your treatment applies.
  8. Add-on treatments. The Lymphatic Drainage Face treatment is available as an add-on only and must be booked with a body treatment. The Natural Facelift Massage can be booked on its own or as an add-on to any body treatment.
  9. Packages and gift cards. Packages and gift cards are bought through Fresha. Package treatments must be used before the stated expiry date, after which unused treatments are forfeited. Packages are for the named client only and cannot be transferred, exchanged for cash or refunded.

3. Cancellations, rescheduling, lateness and no-shows

Your £25 booking fee is separate from your treatment cost. With 48 hours' notice or more you can reschedule free of charge. With less notice, the booking fee is retained and a 50% cancellation fee is charged on the full treatment cost. If you do not attend, the booking fee is retained and 100% of the treatment cost is charged.

Post-operative lymphatic drainage. Post-op lymphatic drainage is paid in full at the time of booking, and the cancellation fees above do not apply. Once paid, the full payment is non-refundable, whether you cancel, reschedule or do not attend. The only exception is when Aurea Body is no longer able to accommodate your booking. In that case, a refund or transfer may be considered, at Aurea Body's discretion and depending on the circumstances.

  1. How fees are taken. The £25 booking fee is separate from your treatment cost. It is only deducted from your treatment price once your treatment has been completed. If you cancel late or do not attend, the booking fee is retained and the cancellation or no-show fee is charged on top, to the card held on your Fresha booking.
  2. Confirming your booking. Appointments must be confirmed within 2 hours of booking. Appointments that are not confirmed in time are cancelled automatically.
  3. How to change a booking. Reschedule or cancel through your Fresha confirmation, or by contacting Aurea Body directly. Notice is counted from the time your message is received.
  4. Illness. If you are unwell, have a temperature or flu-like symptoms, or have anything contagious, please do not attend. Let Aurea Body know as soon as possible. The usual cancellation fees still apply, because the time was reserved for you.
  5. Arriving. Please arrive on time, and no more than 5 minutes before your appointment, so the treatment space stays private and calm for other clients.
  6. Late arrival. If you are late, up to 15 minutes, your treatment will be shortened so the next client is not delayed, and the full price will be charged.
  7. More than 15 minutes late. If you are more than 15 minutes late, your appointment may be cancelled and treated as a no-show. In that case the booking fee will be retained and 100% of the treatment cost will be charged.
  8. Attend alone. Please attend on your own. Guests, children and pets cannot be accommodated in the treatment room.
  9. If Aurea Body cannot facilitate your booking. In rare cases Aurea Body may not be able to facilitate your booking altogether, through no fault of the client, for example because of illness or an emergency to the practitioner. You will be offered the next available appointment, and a refund of your booking fee may be considered.

You must complete a consultation form and tell Aurea Body about any health conditions before every treatment, so the treatment is safe for you.

  1. Consultation form. Every client completes a consultation and consent form before their first treatment, and a medical health update form at each appointment thereafter. You must tell Aurea Body before each later appointment about any change to your health, medication, allergies or pregnancy status.
  2. Honest disclosure. You are responsible for giving full and accurate health information. Aurea Body is not liable for any reaction or complication caused by information that was withheld or inaccurate.
  3. Conditions that may prevent treatment. Massage and lymphatic drainage may not be suitable, or may need written approval from your GP or consultant, if you have any of the following:
    • a fever, infection, or contagious illness or skin condition
    • a history of blood clots or deep vein thrombosis (DVT)
    • a heart condition, or high or low blood pressure that is not controlled
    • kidney or liver conditions
    • cancer, or current cancer treatment
    • recent surgery, injury, fractures or open wounds
    • epilepsy or diabetes that is not controlled
    • a current pregnancy, particularly in the first 12 weeks
    • allergies to oils, creams or other products
  4. Right to decline. Aurea Body may postpone or decline a treatment if it would not be safe to go ahead. If this is because of a condition you did not disclose when booking, the booking fee is retained.
  5. Post-operative lymphatic drainage. Clients booking post-op lymphatic drainage must tell Aurea Body the type and date of their surgery when booking. You must have clearance from your surgeon or clinic before your first session, and bring any guidance they have given you. Treatment will not go ahead without this.
  6. During your treatment. You will be asked to undress to your level of comfort. You will be covered with towels throughout, and only the area being treated will be uncovered. Please tell your therapist straight away if anything feels uncomfortable, or if you would like the pressure changed or the treatment stopped.
  7. Consent. By signing the consultation form, you confirm that you understand the treatment, its benefits and possible effects, and the aftercare advice. You may withdraw your consent at any time during a treatment.
  8. Aftercare. Follow the aftercare advice you are given, such as drinking water and avoiding heavy exercise after lymphatic drainage. Aurea Body is not responsible for results affected by aftercare advice not being followed.
  9. Results. Results vary from person to person and no specific outcome is guaranteed. Massage and lymphatic drainage support wellbeing but do not replace medical advice or treatment.

5. Conduct, refunds, complaints and privacy

Aurea Body is a safe, respectful and professional space, and any behaviour that breaks that will end the treatment with the full price charged.

  1. Professional boundaries. All treatments are strictly professional and therapeutic. Any inappropriate behaviour, comment or request, including anything of a sexual nature, will end the treatment immediately. The full treatment price will be charged and no future bookings will be accepted.
  2. Abuse. Aurea Body has zero tolerance for verbal, written or physical abuse, or threatening behaviour, in person or by phone, text, WhatsApp, email or social media. Service may be refused and the client relationship ended.
  3. Alcohol and drugs. Treatment will not go ahead if you appear to be under the influence of alcohol or drugs. This is treated as a no-show.
  4. Photos and filming. You may not photograph or film your therapist or the treatment space without permission. Aurea Body will only use photos of you for marketing or social media with your written consent.
  5. Refunds. Treatments cannot be refunded once they have taken place. 
  6. Concerns and complaints. Please raise any concern within 24 hours of your appointment, so it can be looked at quickly. Formal complaints should be made in writing within 7 days. Aurea Body will acknowledge your complaint within 5 working days and aims to resolve it within 14 working days.
  7. Personal belongings. Aurea Body is not responsible for the loss of, or damage to, personal belongings brought to an appointment.
  8. Liability. Aurea Body holds professional insurance. Aurea Body is not liable for any reaction, injury or loss caused by health information that was withheld or inaccurate, or by aftercare advice not being followed. Nothing in these terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be limited by law.
  9. Data protection. Your personal and health information is kept confidential and stored securely, in line with UK GDPR and the Data Protection Act 2018. It is used only to provide your treatment and care, and is never shared with third parties without your consent, unless required by law.
  10. Governing law. These terms are governed by the laws of England and Wales.